Learn in this episode:Why CSMs stay silent on churn risk in strategic accounts and what is actually driving that silence.How to build executive relationships with customers before there is a problem to solve.

Learn in this episode:- Why mapping the happy path is the biggest mistake in CX design.- How to identify break points in a customer journey before they cause a crisis.- The secret to building executive trust by presenting mitigation...

Learn in this episode:- How to launch a new sub-brand to shift customer perception without losing legacy trust.- The process for mapping a 70-year-old customer journey to find hidden friction points.- Why shifting from reactive serv...

Learn in this episode:Naisan's secret sauce: Using emotional empathy as a business heuristic to align CX, product, and finance teams.Why understanding the emotional angle of a customer journey leads to better business decis...

Learn in this episode:How the role of CX is shifting from ticket closure toward data curation and strategic storytelling.Why learning a little code might be the highest-leverage thing a CX leader can do right now.W...

Learn in this episode:How internal company culture directly impacts customer retention.Why asking difficult questions early is better than a surprise at renewal.The way Culture Amp uses the clear is kind philosophy...

Learn in this episode:Why clean data is the only foundation for a successful AI rollout.The jewelry store effect and why AI looks different in a demo than in production.How to use AI for real-time sentiment analysi...

Learn in this episode:- Why unclear expectations cause AI deployments to fail to reach CX goals.- The importance of implementing technology within a specific business context and use case- How to view AI as a tool for efficiency rat...

Learn in this episode:Why the lump of labor fallacy is fueling unnecessary fear around AI.How to shift your perspective from cost-saving to value-creation in support.The difference between official employment stats...

Learn in this episode:Why the term deflection rate is actually harmful to long-term brand health.How to replace biased, low-response surveys with AI-driven sentiment analysis.The shift from reactive support to proa...

Learn in this episode:Why AI is a tool for agility rather than just a replacement for headcount.How to transition junior associates into AI maintenance and optimization roles.The reality of implementing AI and the ...

Learn in this episode:- The math of margin: How to keep your support team at 15 people while your sales volume doubles.- The Dog Food shampoo story: A real-world example of why AI still fails at complex human nuance.- How to transit...

Learn in this episode:- Why AI is often a "hindrance" rather than a "help" in customer workflows.- How to build and train internal AI agents (like Software’s Coralline) on brand voice.- The specific tasks AI is great at (summarizati...

Learn in this episode:- How to debug root causes of CX problems like the $50 million one Zack found- How to start speaking the language of the C-suite.- The reason NPS is an advocacy metric and why you need a revenue metric instead....

Listen to learn:- Why it took three years to break down data silos for support at Cisco Systems and how to avoid that mistake.- The transition of AI from its teenage years to a college-educated, mature business function.- How to mov...

Learn in this episode:- The myth of AI as a magic wand for support operations.- How to separate agent performance from customer frustration with company policy.- Why most companies hire for service but actually need retention specia...

Learn in this episode:- The 3 Rs and 4 Es framework for modern customer experience.- Why why we should use  the word "human" instead of "customer"- How to transition from content to art in your support and marketing interaction...

Explore the rapid evolution of the customer support career path at all levels and the future of these roles in the context of AI adoption.--Jen Weaver has 10+ years of experience in SaaS Customer Support and Success. She was the sec...

Is your support team drowning in tools?In this episode of The CX Files, we sit down with Chris Love, Director of Business Operations at Run Pod. With a background spanning VMware to Frontier Airlines, Chris is an expert at scaling suppo...

Is your AI strategy failing because your Knowledge Management strategy doesn't exist?In this episode, you will learn:- The operational differences between Apple's siloed culture and Google's open information architecture.

Learn in this episode:- Real-world tactics to take a product line from $6M to $150M using customer feedback.- The Tip of the Spear concept and why frontline support has the most valuable market intel.- How to confidently bring b...

Learn in this video: The "Tamagotchi" AI Philosophy: Why treating your AI like a digital pet is the key to winning results.- How to turn a "Me + 3" headcount constraint into your biggest competitive advantage.- Why turning phone...

Your Knowledge Base is probably bloated. In this episode, we're fixing it.Learn in this video:- The "outta my cold dead hands" mentality that's killing your KB.- How an airline's 7-year-old volcano article explains all your CX p...

How do you NOT prove the ROI of your customer support team? By not speaking the language of the finance department (management's best friend).Recently I talked with Stacy Justino, Product Support Manager at Petdesk and she explained exac...

Hear the story of Erin Lindheim, and her 30 years of expertise in tech and Customer Success. Whether you're a CX leader or just passionate about customer-centric growth, this episode is packed with actionable insights you won't want to miss.